Sr. Manager, WFM Tools and Governance

Role Summary: Sr. Manager, WFM Tools and Governance is responsible for establishing the standards, controls, and technology foundation for Workforce Management. This role ensures consistent WFM practices across lines of business and advances the tools, automation, and AI capabilities required to support forecasting, capacity planning, real-time management, and workforce optimization.

The role serves as the primary owner for WFM governance, including standard operating procedures, planning standards, audits, skills and FTE governance, escalation protocols, and tool-change controls. The Sr. Manager will partner with WFM leaders, the 24/7 AI-Driven Command Center, Operations, Reporting and Insights, and Technology teams to strengthen operating rigor while simplifying and modernizing the WFM environment.

Key areas of accountability include:

• Establishing and maintaining WFM governance, standard operating procedures, planning standards, and decision rights
• Leading WFM audits, control reviews, remediation tracking, and continuous improvement
• Governing the skills matrix, FTE directory, queue and skill inventory, and escalation procedures
• Owning the WFM tools strategy, roadmap, work-intake process, and change governance
• Enabling responsible AI and automation integration with appropriate human oversight and operational controls

The Sr. Manager will collaborate regularly with senior WFM, Operations, Technology, Product, and Reporting and Insights leaders to align governance and technology priorities with business needs. This role reports to the Sr. Director, Workforce Management.

Key Responsibilities:

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